Webchat

[Help24]

Hello, trying to access webchat in the app but it’s not working. Is there not a webchat online?

Thanks. 

[Michael_D]

Hi @Help24 

Welcome to the community.

The online chat is only available in the EE app for our pay monthly contract customers. It would be found under Help then Message Us.

If you have a pay as you go account, it would not show the chat option.

Michael

[Help24]

As stated, It is not working in the app. 

[Michael_D]

Do you have a pay monthly contract account @Help24?

What happens when you try to access it?

Michael

[Help24]

Yes, I do. It says ‘messaging hasn’t loaded’ And has a retry and cancel button, retry doesn’t work.

[Michael_D]

Have you tried to delete the app and the install it again? I've just tried on my app and it is loading for me.

Michael

[Schockwave]

@Michael_D , I used to have message us, but that has now disappeared and I get talk to us, make an appointment and community, not sure why there is no message us, and I do have the latest version, this does seem strange, not that I need the message us, so wondering whether it has been removed in the latest version.

[Peter_W]

Hey @Schockwave, I've had a look myself and I'm still seeing 'Message Us'.

What model of phone are you using?

Peter

[Help24]

I had only just installed the app. A while back I used chat on website, can you tell me where this is please, it shouldn’t be this hard to chat online with someone! 

[Peter_W]

Hi again @Help24, whilst we did offer chat direct through browsers in the past, this is now exclusively via the app. 

What model of phone are you using right now, and can you check the software version in your settings?

@Michael_D and I are both iPhone users and this appears in the app with no issue, but there's a chance things may differ if you're using a different OS or software version.

Peter